The National Petroleum Authority (NPA) has convened a second stakeholder consultation session to deliberate on a draft guideline designed to streamline how Petroleum Service Providers (PSPs) handle consumer complaints within Ghana’s petroleum downstream sector.

The proposed Consumer and Public Complaints Procedure Guidelines (CPCPG), developed by an 11-member working group sanctioned by the Authority, seeks to establish a standardised framework for addressing consumer grievances while enhancing service delivery across the industry.

Held on Tuesday, 22nd July 2025, the session brought together representatives from prominent industry and consumer-focused organisations. It was chaired by Mr Awuku Larbi, Esq., head of the Working Group responsible for drafting the guidelines.

Participating institutions included CUTS International, the Africa Centre for Energy Policy (ACEP), the Ghana Private Road Transport Union (GPRTU), the Progressive Transport Owners Association (PROTOA), and the Ghana Online Drivers Union, which represents drivers on platforms such as Bolt, Yango, Shaxi, and Uber.

The engagement provided an opportunity for stakeholders to scrutinise the draft document, offer feedback, and submit recommendations to ensure the final guidelines are comprehensive and responsive to the expectations of all parties involved.

The final consultation is scheduled for Tuesday, 29th July 2025, and will feature entities such as the Ghana Bar Association (GBA), Toyota Ghana, Japan Motors, CFAO Group, and the Chamber of Bulk Oil Distributors (CBOD).

According to the NPA, these stakeholder engagements are essential in shaping a robust and inclusive complaints resolution mechanism that safeguards consumer rights and reinforces accountability in the sector.

The CPCPG initiative aligns with the Authority’s wider mandate to foster transparency, consumer satisfaction, and responsible practices throughout Ghana’s petroleum industry.